Sometimes when we talk about dreams, it can seem impractical, or even silly. Business is all about cold, hard facts - statistics, strategies, the bottom line – right?
Well, not really. Businesses are made up of people…who spend their days doing things to help other people in some way. And this is especially true in a contact center. Agents have to make that human connection with their callers in order to provide good customer service. And in order for them to be able to do that, they need to be getting some support themselves.
So how can managers provide that necessary support to their call center employees, so that they in turn pass that caring touch on to their callers? There’s a new approach to management gaining in popularity, and it just might be worth a try. It’s called the Dream Manager Program.
Originally outlined in a 2007 book by Matthew Kelly, the dream manager program is basically a way to make helping employees achieve their personal dreams a part of any company’s workforce management strategy.
Why would a business do this? It’s that human factor again. Everyone has dreams. Dreams are what motivate us to get up in the morning, go to work, and do our best on the job. And if a company not only accepts and approves of its employees’ dreams, but even takes steps to help them achieve them, then employee satisfaction, engagement, and loyalty skyrocket, while turnover plummets.
So what exactly can a contact center manager do to help his or her workforce achieve their dreams? One way to approach this program is by hiring a Dream Manager. This person is tasked with meeting with each employee on a regular basis to discuss their personal dreams. These should not be work-related goals, but rather personal dreams that add meaning to an employee’s life. The dream manager should not pass judgment on these aspirations, but instead, give the employee permission to pursue them.
Once the conversation has begun, the dream manager’s job is to provide the employee with the tools he or she needs to start working towards reaching those dreams. Together, they can come up with a step-by-step plan that will slowly lead to the realization of the dream. Or, they can set up a system of accountability, where the employee checks in with someone regularly to share their progress.
Now that things have been set in motion, the dream manager simply checks in with each employee on a regular basis. Goals are set as to how many dreams each person wants to strive for each year. And to demonstrate the level of support the company has for its employees as human beings with dreams and aspirations, a certain amount of funding can be set aside to aid each one in the pursuit of their goals.
Just imagine the loyalty you would feel for your company, if they implemented a program like this, and actually helped you achieve some cherished personal dream. Wouldn’t you redouble your efforts to do your very best, to help that company succeed? And even during the process of working towards a dream, employees will recognize that you care, and appreciate that. As Matthew Kelly himself says, “Fully engaged people believe the future can be bigger than the past, and they believe they can directly influence that bigger future. That’s our No. 1 job as leaders, to convince people of those two things.”
